Returns Policy


Thank you for your purchase. We hope you are happy with your new items. 

If for any reason you are not completely satisfied with your purchase, you may return it to us for a refund or an exchange. Please see below for more information on our return policy.

We can’t accept returns for some specific items. Please check EXCEPTIONS below to see if your product applies for a return or exchange.



Shoes exchanges are free - please contact our customer service at expressing your intent to proceed with the exchange and we will send you a return label, free of any charges. This is only applicable if you are exchanging for another size. If you are only returning, you must arrange your own tracked shipping method.



You have the right to terminate the contract, without the need to state the reason, within 20 days from the day you acquired physical possession of the assets.

Within 20 days of the date on which you communicated your decision to terminate the contract, you must send or deliver the asset to Black Indigo.


All returned items must be in new and unused condition, with all original tags and labels attached.

We own the right to refuse a return if:

  • The item(s) are not in new and unused condition and/or are missing any original tags and labels;

  • Your return is late (if we receive your return 20 days after the receipt date, shown in your original order tracking).



To return an item, please contact our customer service at expressing that you would like to return your order with the subject “RETURN_ORDER #”. Please include in your e-mail your order number and the item(s) you would like to return. Let us know if you would like to receive a refund or exchange for another item. If you would like an exchange, please specify to which item(s) you would like to get an exchange for.


After receiving a confirmation email from us, please package the item securely and don’t forget to include the RETURNS FORM inside.

If you are unable to include the returns form, please include with proof of purchase and the item(s) you would like to exchange, otherwise we may not be able to trace the item(s) back to you. 



You are responsible for all return shipping costs and charges. We strongly recommend that you use a trackable method to mail your return, as we are not liable for lost packages. After posting your items, please send us your tracking number for our records by replying to your return confirmation email.


Please note that any shipping and/or handling costs paid for in the original order are not refundable and will be deducted from the refunded amount. In the case of an exchange, you won’t have to pay for us to send your new items.


If your return doesn’t meet the requirements above or arrives outside the return window, it will be sent back to you via DHL’s Cash On Delivery method.



All returns or exchanges must be sent to the following address:


TO: Sonia Baldaque

Black Indigo Store

Rua da Alegria 185

4000-043 Porto, Portugal

Phone: 00351917104309



After receiving your return and inspecting the condition of your item, we will process your refund or exchange. Please allow us at least seven (7) days from the receipt of your item to process your refund or exchange. We will notify you by email when your refund or exchange has been processed.

The refund will be issued to the same payment method used for the order, excluding any shipping costs originally paid for.



Please note that the following items cannot be returned or exchanged:

  • Sale items (EXCHANGES ONLY)

  • Items made to order

  • Accessories

  • Jewellery



We are very sorry if you received a defective/damaged product. Please contact us at exposing the situation to arrange a refund or exchange. 



  • Sale items can only be exchanged

  • All original tags and labels must be intact and attached   

  • All items should be in new and unworn condition

  • All items must be returned within the returns date

  • For hygiene reasons, accessories and jewellery items cannot be returned or exchanged

  • Until the item(s) are delivered back to us they will be the sole responsibility of the buyer, and

  • Shipping fees are non-refundable.



If you have any questions concerning our return policy or your order, please contact us at


This policy is effective as of 18 June 2021. 

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